Medium & Large Business

Your contact centre and customer experience strategy may be ineffective unless you can design an experience journey that can be executed easily by your frontline employees, promote loyalty, and drive profit from your customer experience investments.  An effective strategy means driving your customer experience investment decisions through tangible ROI models, customer and employee feedback, the right technology, engaged employees and customer insight to build a delightful and profitable customer experience journey. 

It’s about offering unique and innovative experiences with engaged employees that deliver superior service and profitable growth.

We can help.

Currently TELUS is the only telecommunications provider in Canada with a dedicated Customer Experience Management (CEM) practice and we have unparalleled capabilities in the Canadian market for Customer Experience Consulting.

Our Advisory Services team has a business focused approach, and considers the entire operation.  Not only do we understand the technology BUT more importantly we quantify the impact that a focus on Customer Experience has on delivering business results so it becomes real and tangible, we can then help you operationalize that strategy.

Our consulting offerings and tools include proven engagement models that allow us to accelerate results for our clients in areas like Customer Experience Strategy Assessments, measuring your complete Customer Experience, building the Economics of your Customer Experience, Contact Centre Transformation or At Home Agent Frameworks.

Our Advisors can help with these common customer experience challenges:

• Build the business case for CEM investments - Before you can justify customer experience investments, it is critical to know what the return on investment will be.
• How to measure the complete experience- Surveying customers alone misses a major part of the CEM equation – your employees are a key driver of customer satisfaction
• Assessing and executing your CEM strategy.  Saying you have a Customer Experience Strategy is one thing.  Actually having the strategy and executing on it is different. Is your organization ready?
• Align your contact centre with your business objectives- Driving business results means improving performance with the staff who liaise with customers the most.
• Customer Insight drives Customer Satisfaction- managing customer intelligence across your organization leads to an enhanced customer experience
• Deploy the right technology with the right methods for you- Effective tools lay the foundation for creating your customer centric organization.

Unlike consulting practices focussed on delivering reports or projects driven by hours, we approach CEM through a comprehensive methodology from diagnostic analysis, consulting, technology, communication and  through to employee training.   Although our technical solutions can be a component of the complete solution, TELUS believes that approaching the Customer Experience problem from the highest strategic level is the most pragmatic way to ensure that the solutions we propose are the solutions that will improve the customer experience. 

By marrying domain expertise, proven consulting methodology and technical offerings we operationalize the Customer Experience strategy to ensure that it is rational and effective not just conceptual.